Soufiane Lakrik

I’m a results-driven Sales & Customer Service professional with over seven years of experience in high-volume contact center environments and client-facing roles. I’m known for delivering exceptional customer satisfaction, resolving complex issues efficiently, and maintaining service excellence even under pressure.

In my current role as a Customer Care & Sales Agent, I deliver consistently high customer satisfaction through clear, empathetic communication and calm handling of inquiries and escalations. I also promote and sell new services like Fiber Optic internet and upgraded packages, building strong rapport to resolve service issues promptly and improve retention and satisfaction metrics.

Previously, I managed large volumes of guest inquiries across email, live chat, and social media while collaborating with cross-functional teams to resolve escalated requests. I used CRM platforms, databases, scripts, and templates for accuracy and efficiency, and I served as a Quality Analyst for two months during peak periods to coach agents and maintain service quality standards. Earlier technical support experience includes diagnosing and troubleshooting Xbox hardware and software, plus subscription and billing support for Disney+, always using structured methodologies and up-to-date product/process knowledge to guide customers step-by-step.